Shep Hyken

You may not always hit the mark of giving a better performance, but you can always aim for that. If you aim higher each time, the quality of the experience you actually deliver will improve.

So, this Halloween, on the 100th anniversary of Houdini’s death, raise a glass and toast the man who escaped from almost everything … except obscurity! forbes.com/sites/shephyken/2… #customerservice #customerexperience #CX

Speed matters. But reliable delivery and giving customers control over when and how their orders arrive can matter just as much. On this episode of Amazing Business Radio, Catherine Dummitt, VP of Marketing at @shipveho, shares why delivery belongs in the customer experience and marketing conversation, not just logistics. Listen now! hyken.com/amazing-business-r… #customerservice #customerexperience #CX

If you think you don’t need to hear constructive criticism, you’re the person who needs it the most. AMAZING PEOPLE AND ORGANIZATIONS want feedback.

What's the scariest thing that can happen to a business? It's not getting a complaint. It's losing a customer forever because you didn't handle that complaint the right way. @BrittanyHodak and I share a real customer service horror story that started with a furniture order and turned into an important lesson about communication, trust, and treating customers with respect. Every complaint is an opportunity. The question is whether you'll solve the problem or lose the customer. youtu.be/xy3JLn3kwTE?si=kvjU… #customerservice #customerexperience #CX

What customer experience (CX) lessons can businesses learn from Harry Houdini? This coming October 31, 2026, is more than just another year of Halloween. It’s the 100th anniversary of Houdini’s death. If you’ve been following me for some time, you may know that I’ve been doing magic tricks since I was ten. In high school and college, I performed in comedy clubs and at corporate events before graduating and starting my business doing keynote speeches on customer service and CX. So, let’s have some fun. I’ve read at least a dozen or more books on Houdini’s life, and as I reflect on the upcoming 100th anniversary of his death, what CX lessons can we learn from the man who could escape from almost everything but obscurity? Here are ten CX lessons we can learn from Houdini, 100 years after his death: youtu.be/mVjflixGBu4?si=UYgB… #customerservice #customerexperience #CX

Learn to trust your customers. Most people are honest, but too many businesses and people create rules designed to manage the small percentage of dishonest people.

This coming October 31 is more than just another year of Halloween. It’s the 100th anniversary of Harry Houdini’s death. So, let’s have some fun. I’ve read a dozen or more books on Houdini’s life, and as I reflect on the upcoming 100th anniversary of his death, what CX lessons can we learn from the man who could escape from almost everything but obscurity? Here are 10 CX lessons we can learn from Houdini, 100 years after his death: hyken.com/customer-service-s… #customerservice #customerexperience #HarryHoudini

Try to figure out what customers and others who count on you are likely to want from you in the future, even if they’re not sure yet.

Delivery is more than getting a package from point A to point B. It's part of the customer experience. It can influence whether a customer buys from you, comes back, or chooses another retailer. On this episode of Amazing Business Radio, Catherine Dummitt, VP of Marketing at @shipveho, talks about how delivery influences customer decisions, online sales, long-term loyalty, and how it can become a competitive CX and marketing strategy. Plus, we discuss findings from Veho’s research, The State of Delivery 2026, on how delivery speed, reliability, and flexibility influence customer experience and loyalty. Tune in! hyken.com/amazing-business-r… #customerservice #customerexperience #CX

Don’t blame others for what you have control over. Even if it isn’t your fault, take responsibility.

You don’t have to be a professional speaker to communicate like one! Great leaders know their audience, know what they want the audience to take away, and communicate in a way that gets people to listen, understand, and act. forbes.com/sites/shephyken/2… #customerservice #customerexperience #CX

Be accountable. Once you identify the challenge or problem, even if it is not your problem, be accountable for owning and delivering the solution. Don’t “dump” the issue in the other person’s lap. Let him or her know it’s your issue to resolve.

The fastest customer service isn't always the best customer service. If a customer's problem isn't resolved, a quick interaction may only lead to frustration, and eventually, lost business. In this week's Amazing Business Radio, Jay Lee of @Five9 discusses why businesses need to look beyond speed when measuring customer experience. Tune in! hyken.com/amazing-business-r… #artificialintelligence #AI #customerexperience

Be proactive. Take the initiative early, and reach out the moment you know there’s a problem.

Can a longer wait actually lead to a better customer experience? Brittany and I share a fascinating story from Disney that proves numbers don't always tell the full story. Sometimes the secret to improving customer satisfaction isn't moving faster. It's understanding what customers are experiencing while they wait. If you're making decisions based only on metrics and dashboards, you may be missing the bigger picture. youtu.be/wOqG7oKubao?si=oWX9… #customerservice #customerexperience #CX

Learn to trust your customers. Too many rules are designed to manage the tiny minority of dishonest people. If people want to cheat or steal from you, they will figure out a way to do so.

Why is good judgment an essential customer service skill? Good judgment isn't about simply saying yes to every customer’s request. Sometimes the customer asks for something that you can’t or shouldn’t do, but before automatically saying no, consider alternatives. youtube.com/watch?v=_0PfdVfh… #customerservice #customerexperience #CX

Learn and share the importance of relationship-focused thinking. If you happen to be a manager, give people the freedom to do the right thing for both the customer and the company. Teach them how to think creatively and come up with alternative solutions.